Assistant Manager: B-BBEE Complaints Handling X2
Listing reference: nef_000103
Listing status: Under Review
Apply by: 9 December 2024
Position summary
Industry: Government
Job category: Government and NGO
Location: Pretoria
Contract: Fixed Term Contract
Remuneration: Market Related
EE position: No
Introduction
To develop complaints handling system, procedures and processes and report on complaints trends.
Job description
1. Complaints Handling.
- Handle complaints lodged with the commission in line with established procedures and processes.
- Develop and implement fast track procedures and processes to attend and resolve clients’ complaints.
- Review of the complaints handling systems and provide recommendations to improve efficiency of the sub division.
- Evaluate the complaints handling system
2. Maintain and update the complaints database and tracking system.
- Maintain and updating of the database of complaints and a tracking system of all complaints.
- Monitor compliance with turnaround times for dealing with complaints.
- Submit weekly reports on delays in the management of complaints.
- Ensure that clients are informed of the reference numbers allocated to their complaints as well as progress regarding their complaints.
3. Screening and analysing of complaints.
- Ensure correct implementation of the methodology for screening and analysis of complaints.
- Ensure categorisation of complaints.
- Identify and record complaints for investigations.
- Identify and refer complaints to other enforcement institutions.
- Identify and assess complaints for referral to higher authorities for direction.
4. Co-ordinate alternative dispute resolution processes.
- Identify and record complaints that can be resolved through alternative dispute resolution processes.
- Coordinate complaints that can be resolved through alternative dispute resolution processes.
- Maintain and ensure consistency in the application of alternative dispute resolution processes.
- Maintain records of the number and nature of complaints resolved through alternative dispute resolution processes.
Minimum requirements
Qualification RequirementsQ
- National Diploma/Degree in Public Administration or Business Administration / Economic Science / Law.
Experience / Skills Required
- 3-5 years’ relevant experience in complaints handling and resolution.
- Knowledge of the Constitution, PFMA, National Treasury Regulations, and B-BBEE Act.
Personal Attributes/Behaviours/Attitudes
- Leadership
- Analytical
- Communication (verbal & written)
- Project management
- Complaints handling
- Dispute resolution
- Negotiation
- Time management
- Conflict management
- Presentation and report writing